Customer Experience Specialist
hace 3 semanas
Key Responsibilities:
The Customer Experience Specialist will be responsible for resolving complex local queries and ensuring the completion of all global queries and local basic queries assigned to others.
Accountabilities:
- Resolving local complex queries and ensuring the completion of all global queries and local basic queries assigned to others.
- Maintaining a thorough understanding of the cash management business, including identifying and dealing with actual or potential business or relationship risks.
- Developing superior written and communication skills to put highly complex product and/or technical information into simple terms.
- Maintaining full logical and technical client business footprint globally.
- Point of escalation for other stakeholders supporting the client and for the client themselves on all GPS Service engagements.
- Coordinating global service delivery with counterparts in other regions across HSBC markets and being the central global contact point for service escalation matters globally.
- Leading projects focused on existing business retention and adapting to balance and prioritize different demands of their portfolio while managing requirements from multiple stakeholders.
- Monitoring metrics and performance indicators of service levels and developing remedial actions as needed.
Requirements:
- Strong interpersonal, influencing and communication skills.
- Strong organizing and time management skills.
- Ability to work independently and quickly, with good attention to detail and solutions-oriented.
- Self-motivated with initiatives to take on new and additional responsibilities.
- Fluent in English.
Experience:
- Strong knowledge of US and global cash management and clearing services, products and techniques.
- Proven ability in identifying and meeting customer needs through matching a broad range of products and services.
- Proven ability to deliver creative and flexible customer solutions.
- Ability to understand a customer's business and the fundamentals of running a business.
- Experience in working within a fast-paced work environment with continually changing lines of communication, technological advances etc.
- Good level of business acumen and commercial awareness, including economic, cultural, procedural and regulatory issues.
About HSBC:
At HSBC, we offer our colleagues a greater number of days to enjoy their wedding, take care of the new member of the family, or grieve the loss of a family member. Our paid leave package is at the forefront in Mexico.
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